Care Specialist

Experience Aviva

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.

The Opportunity

The Care Specialist Level 1 is responsible for the end‑to‑end management of healthcare claims within Alberta’s Care First programs of care. This foundational role focuses on supporting injured customers from initial claim reporting through to resolution by coordinating treatment, guiding recovery plans, and ensuring timely, accurate, and customer‑centered decisions.

Working closely with customers, healthcare providers, and internal partners, Care Specialists play a critical role in delivering high‑quality injury management and positive recovery outcomes.

What you’ll do

• Assess coverage and entitlement, interpret policy, and manage reserves within authority

• Gather and review medical and investigative information to support fair claim decisions

• Coordinate care and recovery plans, including goal setting, milestones, and interventions

• Communicate clearly and empathetically with customers, providers, and internal teams

• Ensure compliance with legislation, internal policies, and documentation standards

• Identify recovery barriers, risk indicators, and potential fraud; escalate as appropriate

• Manage vendors and service providers to agreed service and quality standards

• Escalate claims where recovery is not progressing within approved programs of care.
   

Measures of Success

• Accurate and timely coverage and entitlement decisions

• Appropriate reserves and benefit payments

• High‑quality, audit‑ready documentation

• Achievement of service levels and positive customer experience

• Effective issue resolution and escalation when required

What you’ll bring

• 2+ years of auto accident benefits, healthcare, or casualty claims handling

• Case management experience (e.g., WCB, LTD, clinical setting) is an asset

• CIP designation completed or in progress preferred

• Degree or diploma in Social Sciences, Rehabilitation, or related field considered an asset

• Knowledge of injury management, rehabilitation, and medical terminology

• Strong communication, empathy, and active listening skills

• Ability to manage a portfolio, prioritize work, and meet service targets

• Data‑informed decision making and comfort with multi‑system workflows

• Collaborative mindset and willingness to learn and adapt in a changing environment

What you'll get

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities

• Outstanding Career Development opportunities

• We’ll support your professional development education

• Competitive vacation package with the option to purchase 5 extra days off per year

• Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion

• Corporate wellness programs to support our employees’ physical and mental health

• Hybrid flexible work model

This job advertisement is for an existing vacancy which has been posted both internally & externally.

Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.

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